We’ve all been there, calling the customer service centre or service desk and listening to their “hold music”.
When we finally speak with a service agent we are put back on hold while they swivel chair and say, “please hold while I login to system X to check the status”. Queue the – “hold music”
At Servicely, we believe there is to be a better way. A way of elevating service agents from mundane tasks and allowing them to focus on your customers.
That is why we developed Servicely, an intelligent service management platform designed to augment your staff, while automating mundane tasks to enable your staff to focus on loving your customers and getting your customers back to business.
Intelligent service management augments your staff to automate work thus improving productivity and customer service. By Observing and Learning how service agents deal with calls, Servicely learns to Augment and Automate and helps resolve calls in record time at first contact. Freeing up your service agents to focus on the complex and difficult calls.
Servicely continuously improves and understands how calls are being resolved by; understanding who the call should be assigned to or classified as, what knowledge or policy document may be most relevant or suggesting integration actions to other systems to avoid swivel chairing. Using our advanced Natural Language Understanding combined with rich machine models, Servicely learns about your environment and how to get your business back to business - fast.
Let’s now step into the world where machines augment people, improving productivity and efficiency. A world where our customers love us because we solve their issues quickly and efficiently on first contact.
In our scenario, Chris, an employee in the finance department, calls the Service Desk as he is unable to login to email. John, our service agent, creates a call and captures a brief description of the issue, using easy to understand human language.
Servicely’s advanced NLU reads the description and understands the issue experienced by Shannon.
Chris is not the first employee to experience this issue. Servicely has seen this before and has learned how to assist John in resolving this issue in record time. Servicely automatically classifies the call and assigns it to the correct resolver group and sets the correct affected service to ensure we have rich and accurate reporting.
Servicely previously observed how service agents resolved similar issues. In using this understanding, Servicely automatically checks Chris's AD account in machine time and informs John the account is locked.
Servicely prompts John with the next most probable action based on previous experience, which in this instance is unlock the account. John executes the suggested action. The account is unlocked, and Chris goes back to work. John helps the next customer, and no one had to listen to “hold music”.
Figure 2: Servicely augmenting Service Agent to classify and auto-diagnose issues in machine time.
To deliver the best service experience to your employees and customers, you need to solve their issues on time and first time.
Augmenting your service agents, Servicely’s intelligent service management platform enables organisations to reduce call handle time, remove the need for swivel chair management and focus on resolving issues and customer queries.
Servicely’s self-learning capabilities help organisations reduce onboarding time and cost for new Service Agent, while delivering a consistently have level of service.
See what Servicely can do for you. Request a demo